| "It seems unbelievable that this huge project | | | | departments whose structure and activity |
| was accomplished on time. I was asking a lot | | | | level mirror an agency. But chances are that |
| of you and you did a great job. Not only did | | | | you don't schedule translations on a |
| it get done, you managed to make me feel like | | | | continuous basis; we do, and that means |
| it really could be done, which made me calm | | | | leverage when competing for resources.They |
| in a sea of mounting pressure from my senior | | | | know which matches were made in heaven and |
| management. I have realized the comfort of | | | | which were not. |
| using professional services like yours. It | | | | |
| really is true that when you turn a big job | | | | Translators are human, of course. They are |
| over to the best, you can let some of your | | | | also professionals and justifiably proud of |
| worry go."This quote is a marketer's dream-it | | | | their skills, and have their own individual |
| is an actual quote from a relieved and | | | | philosophical approaches to their craft. They |
| satisfied client. Perhaps you have also | | | | may or may not work well with others, or at |
| basked in glowing words of praise and | | | | least with some others. The best translator |
| effusive thanks from a translation requester | | | | for the project and the best reviewer for the |
| in your organization. In the interest of full | | | | project may clash on issues of word choice, |
| disclosure, I must admit that the client who | | | | style, or even personality. You will likely |
| wrote these words is not a translation | | | | only discover this when faced with pages of |
| company professional.Still, her organization | | | | complete rewrites, passionate outbursts, and |
| assigned to her the task of verifying | | | | conflicting opinions. We know from experience |
| labeling and packaging for a new product in a | | | | which combinations will yield an efficient |
| wide range of languages for use in an even | | | | and effective review process. And in the |
| wider range of locales. The materials | | | | worst-case scenario, we can call in any |
| presented to our project management staff | | | | number of additional consultants to serve as |
| were an assortment of master documents and | | | | tiebreakers.They have access to additional |
| derivative documents, and the client's charge | | | | resources that you don't. |
| was to verify and certify the language and | | | | |
| content of the text prior to printing.This | | | | Again, translators are human. They can fall |
| client did not possess the familiarity or | | | | ill, have family emergencies, or overpromise. |
| level of comfort with foreign languages to | | | | How quickly would you be able to reassign |
| either organize the project or even identify | | | | work if one or more of your resources dropped |
| the languages in question. Her goal was quite | | | | out of the picture? Or if the scope suddenly |
| simply to accomplish the task and move on to | | | | changed? An agency should have the resources |
| her area of expertise, which clearly did not | | | | available to ramp up and save your |
| involve determining that "Dutch" and | | | | project.They can filter questions and manage |
| "Netherlands" were a language and a country, | | | | the exchange of information. Tina's Law of |
| respectively, rather than a language pair.If | | | | Translation states that: |
| You Don't Want To Spend Your Life In The Salt | | | | |
| Mines This type of client and this type of | | | | The probability and volume of translator |
| situation are neither an uncommon nor an | | | | questions, missing and essential reference |
| unwelcome part of our translation business. | | | | materials, and revisions to source text can |
| As a project manager, and, by extension, as a | | | | be expected to increase exponentially with |
| company, I take pride and satisfaction in our | | | | the number of translators, reviewers, and |
| willingness and ability to rescue such | | | | editors working on the project. |
| clients from what can be a translation | | | | |
| nightmare-uninvited, unwelcome, and | | | | Do not underestimate the time involved in |
| frequently baffling to the person targeted | | | | fielding translator questions and exchanging |
| for the task. The often uninitiated | | | | information. It is frequently the most |
| non-volunteer is grateful to find a vendor | | | | time-consuming part of the translation |
| willing and able to provide a turnkey | | | | process. Apart from handling the purely |
| solution.Of course, I also work with many | | | | administrative task of distributing |
| client side translation professionals, and | | | | information (which may involve midnight phone |
| ultimately, I deal with clients at various | | | | calls to Russia, knowing which courier |
| points of the wide spectrum in between. These | | | | delivers to that small town in Argentina in |
| client professionals deliver years of | | | | fewer than five days, and remembering when |
| experience and accumulated wisdom to the | | | | the translator traveling in Mexico will check |
| translation process. The "agency question" | | | | in at the cybercafe), your agency's editorial |
| can and does arise: if your organization has | | | | department is likely to be able to field |
| invested resources in the training and | | | | quite a few of the questions and handle |
| creation of a translation department | | | | judgment calls that inevitably arise.They can |
| division, or even a single, knowledgeable | | | | organize and manage your in-country review. |
| point-of-contact within your organization, | | | | |
| why invest additional expense in securing the | | | | In-country reviews can go smoothly. I have |
| services of a translation vendor?After all, | | | | seen it happen. However, experience shows |
| having accomplished the estimable task of | | | | that when this is your expectation from |
| planning for globalization, and preparing | | | | in-country reviewers:- Do not rewrite |
| your product and materials with | | | | editorialize source text.- Use revision |
| internationalization in mind, knowing your | | | | tracking.- Do not rename electronic files.- |
| subject matter and knowing the market, it is | | | | Do not handwrite revisions.- Coordinate your |
| basically a matter of perusing résumés, | | | | review with your colleagues and send only one |
| determining field of expertise and level of | | | | edited document.- Send a finished electronic |
| experience, then going forward with the | | | | file as an email attachment, you may well |
| translation step. Right?It depends. While | | | | receive:- Six additional paragraphs of |
| there are certainly cases and scenarios where | | | | translated text that do not correspond to the |
| these assumptions may hold true, these | | | | source text- A rewritten document with no |
| assumptions may deserve examination, and I | | | | change tracking- A file named DOCUMENT.DOC |
| strongly recommend that such examination | | | | with no indication of the language/locale of |
| include the following factors.You Already | | | | the sender- Several blotchy faxed pages with |
| Have A Job, Don't You? Whether | | | | microscopically small handwritten comments- |
| internationalization/translation is your | | | | Two, or possibly three, separate emails from |
| full-time profession or one responsibility | | | | different individuals in Spain, all of whom |
| among many, your involvement in the | | | | disagree with the others' changes- A |
| translation process may range from a charged | | | | text-format email written in the target |
| responsibility to an informed participant; in | | | | language, lacking accents, and containing a |
| either case, you represent the resource | | | | general critique of quality with no specific |
| within your organization. Getting the job | | | | suggestionsThis is the moment when you may |
| done demands your commitment to your company, | | | | find yourself wishing that you had partnered |
| your product, and the consuming community as | | | | with an agency. Exactly how much of your time |
| a whole. A great many meaningful, productive, | | | | did you allot to the tasks associated with |
| and cost-saving activities occur under your | | | | in-country review? It probably wasn't enough. |
| watch. Whether you are a project manager, | | | | Almost no one who isn't a full-time |
| department head, or committed advocate for | | | | translation manager has that kind of time. |
| global access, you are engaged in a process | | | | Had you seen this coming, wouldn't you have |
| that is difficult, often involves minimal | | | | issued clearer instructions rather than |
| buy-in from your corporation, and is the key | | | | assuming that your reviewers would present |
| to efficient and cost-effective | | | | their comments clearly and logically? It is |
| globalization.I am familiar with the specific | | | | part of my job to warn you before it's too |
| tasks that confront you as a team lead or | | | | late. And after it's too late, I can assist |
| project manager in the internationalization | | | | you in untangling the mess.They have access |
| realm. My knowledge base and suggestions stem | | | | to tools and experience using them. |
| from my experiences within one translation | | | | |
| and translation firm since 1987. My position | | | | I am not a translator, I am a project |
| as a translation/translation project manager | | | | manager. As such, I use translation tools but |
| is undeniably full-time. The trips around the | | | | am not in any way a master craftsman. What I |
| block have been many, and I've probably | | | | do have access to, however, is an in-house |
| already faced all of the obstacles you might. | | | | translation tool specialist, who is charged |
| I submit that you have better things to do | | | | with bridging the gap between my theory and |
| with your time, and offer the following | | | | the translators' practice, has developed an |
| overview of some of the issues, ranging from | | | | ongoing relationship with the product support |
| challenges to downright tedium, that are a | | | | staff, and helps ensure that the tool is |
| daily part of my job.A Critical EyeAnd A Good | | | | utilized properly and that any problems can |
| Sense Of Humor Well before your project | | | | be quickly and efficiently solved.They have |
| reaches a translator's hands, I am charged | | | | translation-savvy graphic arts professionals |
| with being your second set of eyes. In this | | | | on site. |
| phase of the project, my goal is to avoid | | | | |
| misunderstandings, ambiguity, and the | | | | Practitioners of multilingual desktop |
| accompanying administrative and accounting | | | | publishing occupy an important niche in the |
| nightmares by examining your materials and | | | | graphic arts industry, and deservedly so. The |
| your project goals.Since you probably live | | | | graphic challenges inherent in text |
| with your project and the associated product | | | | expansion, font support, varying operating |
| at least eight hours a day, you know | | | | systems, and culturally appropriate graphics |
| perfectly well that the topic at hand is a | | | | are beyond the experience of most art |
| digital imaging system, or a bone density | | | | departments. Having such professionals on |
| scanner. I'm not a printer, medical | | | | board and available during the planning and |
| technician, or technical translator, but if I | | | | execution of the project can make the |
| encounter text such as:Lift Arm (A) above | | | | difference between a successful project and |
| Head (B) and discharge excess fluid | | | | one that fails to deliver. These |
| | | | professionals have the experience to ask the |
| and I don't have a visual or textual | | | | right questions so that your end user will be |
| explanation of what that means, I will be | | | | able to view and use the finished product, |
| calling to ask you what it means (and to | | | | and they will provide post-delivery support |
| remove some rather disturbing images from my | | | | to ensure that this is the case. They will |
| mind).Similarly, if I hear you say: | | | | also know that simply checking to be sure |
| | | | that Arabic reads from right to left does not |
| I need this Quark documentation translated | | | | mean that it is displaying correctly. Would |
| into Japanese with delivery as PDF, but I | | | | your graphics department know that?They have |
| don't have approval on the photos and am | | | | editorial resources who are familiar with |
| chasing down the bylines and will be back | | | | your subject matter and trained to detect |
| from a conference in time to submit the final | | | | problems in target language text. |
| changes. then I am likely to recommend that | | | | |
| you consider EPS outlines placed in your | | | | Your translation provider will have an |
| Quark source file as a more flexible | | | | editorial staff trained in the stylistic |
| alternative.It is also my job to explore the | | | | conventions of target language text and in |
| assumptions brought to the project. Let's say | | | | reviewing such text for omissions and |
| your source files are in Application X but | | | | additions. Your English-speaking proofreaders |
| some of the translators you have selected for | | | | and editors may introduce errors into a |
| your project either cannot use the | | | | finished product by removing spaces before |
| application or cannot meet your deadlines if | | | | colons in a French translation, changing the |
| they do. But you know that all of them have | | | | words in a Spanish subheading to initial |
| the same translation tool that you have, | | | | caps, or converting commas back into the |
| which allows you to extract tagged text and | | | | source decimal points.Steps to a Successful |
| package it, along with reference materials, | | | | Partnership Once you have made the decision |
| previously translated material, and so on | | | | to collaborate with an agency, how should you |
| into a complete, efficient package. | | | | go about selecting one? That is a separate |
| Unfortunately, it is only after having spent | | | | discussion altogether, but briefly, beyond |
| your time preparing this project, setting | | | | pricing, turnaround time, and references, it |
| your milestones, and committing to a print | | | | is worthwhile to explore the following |
| date that you discover that, while the | | | | issues.What is included in the price per |
| translators do indeed have the tool, they may | | | | word?Does the figure quoted include just the |
| have version 3 or 4, which do not support the | | | | translation, or does it also include a review |
| features included in your version 6. Or they | | | | by a second qualified translator, project |
| have a version that will handle the tagged | | | | management, editorial resources, and graphics |
| text, but only if it is extracted using the | | | | resources?Will you be working with someone |
| previous release. The translators who do have | | | | who understands you? |
| the latest release have begun work, those | | | | |
| using version 4 are waiting for you to | | | | If you are a project manager, will there be |
| reinstall the old release on your machine and | | | | a counterpart at the agency? Will they be |
| re-extract the text, and those using version | | | | available to you on a continuing basis? Can |
| 3 are waiting for you to provide them with | | | | they provide the reporting metrics you |
| Word files, and your project float has | | | | require? What tools do they have for project |
| already been expended. You haven't even | | | | tracking and how quickly and effectively can |
| reached the point where your production team | | | | they provide updates?What kind of |
| faces completing the project using three | | | | post-project support is available?Your vendor |
| separate methods. | | | | should be willing and able to assist you in |
| | | | ensuring that the end user is satisfied with |
| In short, whatever disaster you may have | | | | the linguistic quality, the interface, and |
| inadvertently set your sights on, it's likely | | | | usability.How You Can Help You can greatly |
| that I have been through it and live to tell | | | | increase the probability of a successful |
| (you) the story and save you from the | | | | partnership by providing your vendor with the |
| consequences.The Heart of the Matter Beyond | | | | following:- A clear picture of your project |
| the challenges of project preparation, the | | | | goals, including how you expect to process |
| heart of the translation process resides with | | | | the work, a definition of the end user, what |
| the translator. Setting aside the issue of | | | | resources they have available (operating |
| the time involved in evaluating and selecting | | | | system, font support, applications, and so |
| translators, the challenge lies in developing | | | | on), and whether you plan an in-country |
| your evaluation and selection criteria. Years | | | | review- Your hoped-for timeline, with interim |
| of experience have taught me that every | | | | milestones, padding for dealing with the |
| project is a custom project, and the weight | | | | unplanned and unexpected, and flexibility- |
| assigned to any given criterion will vary per | | | | Well-organized, logically named, and clearly |
| project. Some of these factors include:- | | | | identified source electronic files, with any |
| Accreditation or certification- Technical or | | | | corresponding hard copies also neatly |
| educational background- Availability and | | | | matched- Reference material, including visual |
| scheduling- Ability to work within your | | | | references, English glossaries, existing |
| application- Access to compatible translation | | | | translation memories or glossaries, manuals, |
| tools- Accessibility (Able to use FTP? Able | | | | and when appropriate, an English version of |
| to receive overnight packages? Nine hours | | | | the software being localized- Your |
| ahead of you?)Which should carry the most | | | | expectations regarding project status updates |
| weight? It depends. A significant advantage | | | | and reporting, and in what format you would |
| of using a translation company is their | | | | prefer to receive themWhile I welcome any |
| access to, and experience working with, a | | | | client who requires my guidance to escape |
| wide range of translation professionals.What | | | | translation doom and disaster, working with |
| Can a Translation Vendor Offer? They are | | | | the sophisticated client who nodded sagely |
| uniquely able to determine the best | | | | throughout this article is decidedly |
| translator for your project. This may | | | | refreshing. And the bottom line is that I |
| sometimes mean that the agency will assume | | | | know that both can benefit from developing a |
| additional work and time to ensure that the | | | | relationship with a translation agency. With |
| translator who is best qualified for the | | | | my project management skills and experience I |
| project is assigned. For example, the very | | | | personify part of the "value added" that |
| best match may not be able to work in your | | | | agencies offer. But there are many more |
| application, may be traveling and only | | | | reasons that qualified agencies function far |
| reachable via cybercafes, or may not be | | | | beyond the realm of translation brokers. The |
| degreed in the subject matter in question, | | | | "value added" is worth the investment for |
| but may have years of experience in that same | | | | most organizations in most scenarios. Which |
| subject.They have clout that you don't have. | | | | means I'll probably get to keep having fun in |
| A handful of companies have translation | | | | this industry for another 16 years. |